Principle Engineer- SPAM

Infobip; Chicago (IL); Hybrid; USD 150,000 - 200,000; Full time

Benefits offered by this job

Flexible hybrid work model

ESOP

Career mobility

Professional development

International mobility

Job summary

Infobip, a global cloud communications platform, seeks a Platform Operations Principal to lead technical excellence across CPaaS Registrations, Connectivity, and Routing at scale. You will mentor engineers, influence product and architecture, and translate complex requirements into robust operational solutions.

This role combines hands-on mastery with cross‑functional advocacy, defining long‑term roadmaps, forecasting capacity, and driving reliability, security, and customer experience across

Responsibilities

• Serve as the highest-level technical expert within Platform Operations, providing authoritative guidance within a specialty area (registrations, connectivity, routing, SPAM).
• Act as the final point of escalation for complex operational, technical, and customer-impacting issues requiring deep specialty expertise.
• Mentor senior engineers and guide cross-functional teams on technical direction, best practices, and problem-solving approaches.
• Represent operational concerns in product, architecture, and platform strategy discussions.
• Define the long-term technical roadmap for the operational specialty area, aligned with divisional and platform-wide priorities.
• Evaluate emerging technologies and lead their adoption where they advance operational maturity.
• Forecast capacity, cost optimization, and technology evolution to ensure the platform scales sustainably.
• Translate business, regulatory, and ecosystem requirements into operational plans and technical solutions.
• Translate policy, compliance, and regulatory requirements into operational controls and implementations.
• Monitor and analyze customer usage patterns, traffic behavior, performance bottlenecks, reliability signals, and risk indicators.
• Identify emerging operational trends and design mitigation or optimization strategies.
• Design and implement processes for monitoring, alerting, detection, and automated response.
• Build tools that reduce recurring operational and integrity issues.
• Drive continuous improvement of tooling and workflows.
• Ensure operational readiness of new features, releases, and platform changes.
• Optimize workflows for onboarding, configuration, service delivery, and traffic management.
• Balance protective controls with business enablement to protect integrity and customer experience.
• Develop automation to improve efficiency and reduce manual work.
• Standardize and document runbooks and response procedures.
• Collaborate with Support, Customer Success, Compliance, Sales, Engineering, Product, and Carrier Relations to translate needs into solutions.
• Advocate for customer experience and platform integrity across stakeholders.
• Partner with compliance, risk, and external ecosystem partners where needed.
• Serve as a subject matter authority in cross-functional initiatives and incident reviews.

Job description

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we're not just building technology - we're shaping how more than 80% of the world connects and communicates.

As employees, we take pride in contributing to the world's largest and only full-stack cloud communication platform. But it's not just what we do, it's how we do it: with curiosity, passion, and a whole lot of collaboration.

We operate with an AI-first mindset, embedding intelligent tools into our daily workflows to work smarter and more efficiently. Every role here benefits from and contributes to this approach.

If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity.

Let's build what's next, together.

What This Role Is All About

The Platform Operations Principal is the highest-level technical expert within Platform Operations, providing deep specialty expertise across the division's core domains - CPaaS Registrations, Connectivity, and Routing (including traffic integrity and anti-abuse operations). The role combines hands-on technical mastery with cross-functional influence, driving operational excellence, platform reliability, service integrity, and customer experience at scale.

Principals in this role act as the final technical authority within their specialty area, shape the long-term operational and technical direction of the platform, and translate complex business, regulatory, and ecosystem requirements into scalable operational solutions. They mentor senior engineers, guide cross-functional teams, and represent operational concerns in strategic product, architecture, and partner discussions.

What You'll Do

Technical Leadership & Expertise

• Serve as the highest-level technical expert within Platform Operations, providing authoritative guidance within a specialty area (e.g., registrations, connectivity, routing, SPAM).
• Act as the final point of escalation for complex operational, technical, and customer-impacting issues requiring deep specialty expertise.
• Mentor senior engineers and guide cross-functional teams on technical direction, best practices, and problem-solving approaches.
• Represent operational concerns in product, architecture, and platform strategy discussions.

Platform & Operational Strategy

• Define the long-term technical roadmap for the operational specialty area, aligned with divisional and platform-wide priorities.
• Evaluate emerging technologies, methodologies, and industry practices, and lead their adoption where they advance operational maturity.
• Forecast capacity, cost optimization, and technology evolution to ensure the platform scales sustainably.
• Translate business, regulatory, and ecosystem requirements into operational plans and technical solutions.
• Translate policy, compliance, and regulatory requirements into operational controls, enforcement mechanisms, and technical implementations.

Monitoring, Detection & Continuous Improvement

• Monitor and analyze customer usage patterns, traffic behavior, performance bottlenecks, service reliability signals, and operational risk indicators.
• Proactively identify emerging operational trends, risk patterns, and platform-level anomalies, and design mitigation or optimization strategies in response.
• Design and implement processes for monitoring, alerting, detection, and automated response.
• Build tools and processes that reduce recurring operational, integrity, and customer issues.
• Drive continuous improvement of operational tooling, workflows, and detection capabilities.

Operational Execution & Reliability

• Ensure operational readiness of new features, releases, integrations, and platform changes.
• Optimize workflows for onboarding, configuration, service delivery, customer lifecycle operations, and traffic management.
• Balance protective controls and platform safeguards with legitimate business enablement, ensuring operational integrity does not compromise customer experience or commercial outcomes.
• Develop automation to improve operational efficiency and reduce manual work.
• Standardize and document operational best practices, runbooks, and response procedures.

Cross-Functional Collaboration & Advocacy

• Collaborate with Support, Customer Success, Compliance, Sales, Engineering, Product, and Carrier Relations teams to translate customer, business, and ecosystem needs into technical solutions.
• Advocate for customer experience and platform integrity across internal and external stakeholder discussions.
• Partner with compliance, risk, and external ecosystem partners (e.g., carriers, regulators, industry bodies) where the specialty area requires external engagement.
• Serve as a subject matter authority in cross-functional initiatives, incident reviews, and strategic programs.

Why you'll love it here

• Financial rewards & recognition - A fair compensation aligned with your experience, industry, and market standards, performance-driven bonuses, regular reviews to support your growth and recognize your contributions, and a culture that values your impact.
• Flexible work arrangements - We combine in-person collaboration with remote work and flexible working hours, because great ideas happen everywhere - and not always between 9 and 5.
• ESOP (Employee Stock Ownership Plan)- As an Infobip employee, you'll have the opportunity to share in our company’s success through stock options.
• Work-life balance and Well-being - We offer time off when you need it, special leave days for life's big moments, and a flexible hybrid work model tailored to local regulations.
• Career mobility - Your career is a journey. With internal mobility, upskilling, and mentorship, we help you shape your path.
• Professional development - Learning never stops. Onboarding, mentorship, and training programs help you grow - no matter where you start.
• International mobility- Ready to take your career global? Explore short and long-term opportunities in our Hubs worldwide.

Diversity drives connection

Infobip is built on diverse backgrounds, perspectives, and talents. We're proud to be an equal-opportunity employer and are committed to fostering an inclusive workplace.

No matter your race, gender, age, background, or identity - if you have the passion and skills to thrive, there's a place for you here.

All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status or any other part of one's identity.

Read more about our hiring process.

While some benefits may vary by location, our goal remains the same: to support your growth, well-being, and success - wherever you are.

Salary Range: $150,000-$200,000 USD annual base salary (the salary of the finalist selected for this role will be based on a variety of factors, including but not limited to internal equity, job-related knowledge, experience, education, and skillset). This role is also eligible to receive an annual bonus, based on both individual and company performance.

Benefits & Perks: Medical, Dental, and Vision insurance; Basic life insurance; 401(k) plan participation with company match; Short-term and long-term disability insurance; Wellness plan of up to $500/year pro-rated based on hire date; PTO: Accrual of up to twenty-three (23) vacation days per year, accrual of up to nine (9) sick days per year, plus carryover of up to nine (9) sick days annually; Additional leave time for marriage, relocation, bereavement, and other major life events; Twelve (12) weeks of paid parental leave; Participation in employee share ownership plan (ESOP); Fourteen (14) paid holidays annually.